Energetic Volunteer offering outstanding telephone etiquette, social media and interpersonal skills. Well-trained individual with past experience working with children and elderly people. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Hi, I’m
Nazae S Drake
Greenville,NC
Summary
Overview
11
years of professional experience
Work History
Everise
Pharmacy Resolution Specialist
10.2022 - Current
Job overview
- Answered constant flow of customer calls with minimal wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Maintained confidentiality of patient finances, records, and health statuses.
- Researched and resolved complex pharmacy claims issues to support timely processing.
- Communicated verification and authorization status updates with pharmacy department to facilitate decision-making for patient admissions and insurance coverage.
Camping World
Customer Service Representative
04.2022 - 09.2022
Job overview
- Handles various incoming and outgoing collections-focused phone calls
- Resolves customer questions, complaints and collections inquiries in a professional, helpful manner
- Connects with existing and potential customers and aims to resolve inquiries related to receivables management
- Utilizes computer system to verify and document customer requests
- Talks to customers over the phone to resolve their questions or concerns
- Maintains and updates customer information as necessary
- Calmly attempts to resolve and de-escalate any issues
- Escalates calls to supervisor when necessary and appropriate
- Take orders over the phone
- Collect payment information
- Check order status
- Respond to emails from customers in a timely manner
- Follow my schedule for breaks and lunches
- Follow a call flow
- Abide by company procedures while working with customers
Concentrix
Call Center Representative
11.2020 - 12.2021
Job overview
- Ensure that there is a quiet designated work space
- Connect with customers online and over the phone to answer customer questions
- Assist customers with understanding their billing statement and making necessary corrections
- Aid the customer in making account changes
- Complete applications with customer over the phone
- Be prepared with all necessary work equipment
- Be sure to follow HIPPA laws and company policies
- Keep work space neat and everything accessible
Eastern Correctional Institution
Correctional Officer III
02.2020 - 08.2020
Job overview
- Enforce rules and keep order
- Supervise the activities of offenders
- Search for contraband items
- Write detailed and accurate incident reports
- Patrol the interior and exterior of the facility
- Respond to crisis situations as outlined by policies and procedures
- Escort and transport offenders
- Break up physical altercations
- Inspect facility to ensure that they meet security and safety standards
- Prepared reports to document incidents and violations.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Responded to emergency situations and de-escalated hostile confrontations.
- Inspected work sites and crew trucks for contraband, cleanliness, and safety.
- Documented inmate behavior and activities in logbooks.
- Provided guidance and support to inmates to help reintegrate in society and establish new beginnings.
Pierce Insurance
Office Associate
09.2019 - 11.2019
Job overview
- Comply with HIPAA laws
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Adhering to all company policies and procedures
- Understanding of company products, services, and policies.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Johnson Controls
Inventory Specialist
04.2019 - 08.2019
Job overview
- Provide subject matter expertise to different warehouse departments and assist with areas such as shipping, receiving and general housekeeping to maintain efficient operations
- Completed daily cycle counts of products, components and raw materials
- Collected and disposed of damaged or out of date products in line with established procedures
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Keep work areas clean and neat
- Monitored machine operation and diagnosed malfunctions
- Reviewed processing schedules and production orders concerning inventory requirements, staffing requirements, work procedures and duty assignments, considering budgetary limitations and time constraints
- Prepared and maintained production reports and personnel records
- Maintained the necessary level of communications between shifts.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Received new stock and input values into computer system.
- Coordinated efficient organization, palletizing and transportation of completed packages.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Labeled products, rotated stock and fronted merchandise for appealing display.
Bridgestone Americas
Production Technician
03.2018 - 08.2018
Job overview
- Certified product selector
- Use of different computer systems and scan guns
- Availability Open Availability
- Calibrated machines to maintain required productivity levels and adherence to quality standards
- Promptly documented and reported all defective equipment and hazardous conditions
- Made sure that the products were produced on time and are of good quality
- Inspected finished products for quality and adherence to customer specifications
- Ensured that all health and safety guidelines were followed
- Led applicable mechanical design and integrity/reliability issues for static & rotating equipment
- Maintained the necessary level of communications between shifts
- Monitored machine operation and diagnosed malfunctions
- Keep work areas clean and neat
- Maintained quality assurance and customer satisfaction
Patheon
Inspector/Machine Operator
12.2017 - 04.2018
Job overview
- Inspect vials of powder and liquid medicine, pulling out any defects that could potentially harm the patient
- Ensure that I am wearing my correct personal protective equipment
- Package up vials of medicine
- Pack out medicine in boxes to be sent off to the customer
- Helped with office tasks including taking messages, scanning documents and answering phone inquiries
- Improved quality assurance procedures to minimize errors and increase effectiveness of inspections
- Developed checklists to coordinate inspections with departmental managers
- Identified and helped resolve production problems, increasing output while reducing errors
- Inspected and packaged products meticulously according to manufacturing specifications
- Recorded inspection and test data such as weights, temperatures, grades and quantities inspected and graded.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Updated daily production logs and informed management of production incidents or non-conformance issues.
- Inspected finished products for quality and adherence to customer specifications.
AC Moore
Associate
05.2017 - 10.2017
Job overview
- Successfully communicated with all team members to navigate job duties and complete daily tasks
- Maximized customer interactions by promptly identifying needs and wants
- Follow plan-o-grams to set up the product
- Make sure that the store is presentable
- Assist customers to the best of my ability
- Work independently and in groups on projects
- Educated new hires on company policies and procedures by designing and developing training programs.
- Greeted customers and offered assistance for increased customer satisfaction.
- Built customer loyalty and retention by delivering excellent shopping experiences.
Pitt County Schools Health Sciences Academy
Special education assistant
08.2012 - 06.2016
Job overview
- Provided educational and classroom assistance under guidelines of teachers, principals and other supervisors, and assists in carrying out instructional activities, promoting student safety and well being, and reinforcing classroom programs
- Animal shelter volunteer: Helped fulfill the shelter's mission by providing animals with clean, comfortable housing that leads to healthier, happier and ultimately more adoptable animals
- PAL (Police Athletic League) after school volunteer:
- Help answer students' questions as they are working through the class material and projects
- Support individual student academics as assigned
- Participated in meetings to discuss new fundraising opportunities
- Maintained clean, neat and operational facilities to serve all program needs
- Adhered to organization procedures and instructions to maintain safety
- Helped students complete tasks such as specific work problems and tying shoes
- Greeted visitors cheerfully and answered questions to offer quality customer service.
Education
South Central High School
High School Diploma
06.2016
University Overview
GPA: 3.8
Skills
- Academic
- Inspect
- Safety
- Telephone etiquette
- Team collaboration
- Research
- Customer service
- Data analysis
- Quick learner
- Goal-oriented
- Planning and Organization
- Stocking
- Detail-oriented
- Cash handling
- Management
- Shipping procedures
- Understanding
- Call center experience
- Disability Care
- Office Meetings
- Supply Stocking
- Activities Management
- Shipping and Receiving Understanding
- Administrative and Office Support
- Problem-Solving Ability
- Multi-tasking
Timeline
Pharmacy Resolution Specialist
Everise
10.2022 - Current
Customer Service Representative
Camping World
04.2022 - 09.2022
Call Center Representative
Concentrix
11.2020 - 12.2021
Correctional Officer III
Eastern Correctional Institution
02.2020 - 08.2020
Office Associate
Pierce Insurance
09.2019 - 11.2019
Inventory Specialist
Johnson Controls
04.2019 - 08.2019
Production Technician
Bridgestone Americas
03.2018 - 08.2018
Inspector/Machine Operator
Patheon
12.2017 - 04.2018
Associate
AC Moore
05.2017 - 10.2017
Special education assistant
Pitt County Schools Health Sciences Academy
08.2012 - 06.2016
South Central High School
High School Diploma
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